HOW TO MAXIMISE THE ‘SHARE OF WALLET’ YOU RECEIVE FROM YOUR BROKERS It’s all about ‘Share of Wallet’ Would you like to increase your broker revenues by up to 37%? If you’re in the insurance business, of course you would! It’s all about Share of Wallet and the reason
GUEST BLOG FROM PETER WHITELAW, AUSTRALIAN BUSINESS CONSULTANT AND CO-AUTHOR OF “Customer at the Heart” What is the secret ingredient for creating a customer-centric organisation? Since John O’Connor and I embarked upon writing the book Customer at the Heart more than a year ago, I have had the opportunity
WELCOMING OUR NEW TEAM MEMBERS We have some new faces in Deep-Insight. They bring an exciting mix of talents and interests and are already adding value to the company and what we can do for our customers. Here in Deep-Insight, we take our time with recruitment. We understand that getting
NEW CLIENTS ANNOUNCEMENT We are delighted to announce two new clients at Deep-Insight. Both have a strong maritime feel. Survitec Survitec is a global leader in survival and safety solutions to the marine, defence, aviation and offshore markets. It has over 3,000 employees worldwide, covering 8 manufacturing
Trust and Commitment The following words are from two American academics Rob Morgan and Shelby Hunt. We’ll come to these guys shortly. —————————————————— “Commitment and trust, rather than (or at least in addition to) power and dependence, are now central to discussions of business relationships. Researchers and practitioners have come to view
DOES YOUR NET PROMOTER SCORE (NPS) REALLY MATTER? To answer this it is important to really understand what we asking our customers when we use NPS. Recently, after a perfectly OK meal in a restaurant, someone asked me this question: Would I recommend the restaurant to friends or family? Without
Our 2019 Customer Relationship Quality Results A big Thank You to all of our clients and channel partners who completed our CRQ assessment this year! It provided us with a wealth of feedback. We are humbled that you have given us such positive scores and we are thrilled with both
Setting up and running B2B Customer Experience (CX) programmes is our ‘bread and butter’ at Deep-Insight. We’re used to handling questions on how to make CX programmes more effective. One of the most common questions we get from first-time clients is: “What completion rates can I expect from my CX
Mark Hollyoake is a co-founder and director of Customer Attuned – a UK partner of Deep-Insight – and is the author of this guest blog. Mark is currently studying for his Doctorate at Southampton University, focused on Trust as a dynamic within business-to-business customer relationships. He is an expert in
In January, we asked you what you thought of your relationship with Deep-Insight so let me start by saying THANK YOU to everybody who completed our own Customer Relationship Quality (CRQ) assessment. Two years ago we had a CRQ score of 5.7 and a Net Promoter Score (NPS) of +37%….
Some years ago, the focus of NPS discussions changed. At least, in the USA they did. It used to be: “How do I measure NPS?” and now it’s: “How do I improve my Net Promoter Score?” Remember that Net Promoter Score is an American metric for customer advocacy. Europe is still a
Deep-Insight works with clients across all industries. From experience we know it’s tougher to deliver services consistently well in some industries than in others. One particularly tough industry is Outsourcing. Outsourcing services include IT, payroll, finance, manufacturing, call centres, washroom services and so on. In fact, there are very few
